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Cognizant
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Immediate openings For Team Leader -T&S Payments Specialist

Immediate openings For Team Leader -T&S Payments Specialist

Cognizant

4 - 7 years

8 - 10 Lacs

Bengaluru

Posted:3 weeks ago| Platform:

Apply

Skills Required

people and performance management SLA Management payments BFSI

Work Mode

Work from Office

Job Type

Full Time

Job Description

Project Process Description:

The project involves Identifying fraudulent users/transactions by analyzing the purchase pattern of the business customers to eliminate fraud for one of the Largest Technology giants. As part of the contractual obligations, the client expects the team to follow certain policy guidelines, meet strict TAT, Productivity and a minimum monthly average quality requirement of 99%.

Relevant Experience and Minimum # of Years/ Months:

4 6 Years which includes a minimum of 2 years of team handling (15+ FTEs) experience in payments (BFSI)

Core Competencies:

Excellent written, reading & spoken communications skills in English
Should have had coaching and mentoring experience
Search skills, ability to approach problems logically
Excellent people and performance management skills
Understanding of the subject (trends, influencers, fraud, risk, things to be cautious of etc.)
High degree of problem-solving and analytical skills with strong attention to detail required
Ability to manage multiple tasks and competing priorities effectively under pressure and short timelines
Set a healthy environment in the team and positive mind frame in the individual
Ability to work in a fast-paced, constantly evolving environment
Strong understanding of online & digital markets
Proven track record of exceptional performance and high productivity
Excellent client and process management skills
Understanding of the social space (trends, influencers, fraud, risk, things to be cautious of etc.)
Quick learning and understanding of complex processes

Other Requirements

(Certification, etc.)

Candidate should be comfortable to work in 24*7 shifts with rotating weekly offs
Ability to manage critical situations with minimum supervision
Customer service orientation and ability to work in a team
Strong keyboard and analytical skills
Ability to perform in adverse situations

Detailed Role & Responsibilities (Please include Shift timings & Client Incentives as applicable)

Responsible for managing a team of 20-25 agents making sure daily KPIs are achieved
Mentor and groom the team members as per the career growth options
Motivate and drive the team to ensure timely deliverables
Track and report daily volumes and quality stats to the TM and other stakeholders
Provide performance feedback, coaching on the Analysis conducted by the QA
Report and Identify training requirements based on the data analysis for respective teams
Excellent SLA management skills & should have experience in preparing and reviewing RCA
Help improve the defined processes as we create more automation and gather information
Review team on bottom quartile management activities
Coordinate with non-operations team to make sure smooth BAU
Manage internal and external stakeholders for the business
TL will also be trusted to maintain a high degree of confidentiality while meeting strict deadlines
Flexible to work in assigned shift timings as per process requirements.

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Immediate openings For Team Leader -T&S Payments Specialist